Head of Implementations

Our mission and where you fit in At Employment Hero, we’re an ambitious bunch of people on a mission to make employment easier and more valuable for everyone. Since our inception in 2014, we've had some pretty impressive growth (100% YoY), now serving 400,000 businesses globally, with 3 million+ users on the platform, reaching unicorn status in 2022 - and we have no plans to slow down. We're a team of global innovators, who cherish diverse perspectives that fuel our mission; to simplify the world of work for SMBs worldwide. There’s never been a more exciting time to join one of the fastest-growing SaaS unicorns, so let’s see if we could be a match! What might your days look like As the Head of Customer Implementations in ANZ, you will lead the teams (inhouse and partners) responsible for implementing customers onto the Employment Hero platform, ensuring a seamless experience across a diverse range of customer types. This role has accountability for ensuring that our customers are seamlessly handed over from Sales and implemented efficiently and successfully. Focussing on providing a great customer experience which depends on the complexity of their needs, you will continually improve processes to provide an efficient delivery process and incorporate AI-driven solutions to streamline workflows. This role is key to ensuring that our customers see immediate value from our product while optimising the use of resources within the team. Working very closely with Sales, this role will also oversee the support required during the sale process in order to help close sales by providing the right customer delivery solution as well as ensuring awards and enterprise agreements are successfully set up by the Payroll Enablement team. As a Head of Implementations, you’ll be responsible for Team Leadership and Management

• Lead, coach, and mentor the implementations, payroll enablement and platform solutions teams to maintain a high level of motivation, productivity, and professionalism.
• Set clear performance expectations, conduct regular performance evaluations, and provide ongoing feedback to team members.
• Foster a collaborative and positive team culture that prioritises customer-centric values.
• Foster continuous learning to keep the team updated with product updates and industry best practices.

Customer Journey Mapping

• Ability to define and refine the customer’s journey by segment, with a focus to ensure that customers have a smooth, cohesive experience from contract signing to full adoption of the required features.

Process Improvements

• Ability to apply Lean process improvement principles to continuously evaluate and optimise implementation workflows to enhance efficiency, reduce time to first value (TTFV), and improve the overall customer experience.
• Implement scalable processes to handle increased customer volume while maintaining high service standards.
• Identify areas for automation to eliminate manual process and utilise AI tools and automation to optimise delivery and improve speed, accuracy and customer experience.

Platform Solutions Leadership

• Oversee a team responsible for ensuring prospects are set up for success during the implementation of the Employment Hero platform. This involves overseeing the delivery of tailored solutions, guiding customers through complex configurations, and ensuring smooth transitions from sales to implementation.

Payroll Awards Management

• Ensure that payroll awards and compliance data are accurately set up during the implementation process.
• Work with teams to keep award information up-to-date, and guide customers in understanding how to maintain compliance with regulatory changes.

Cross-functional Collaboration

• Collaborate closely with the rest of the CX team as well as Sales to ensure seamless handoffs and communication throughout the implementation process.
• Provide feedback from customers to product teams to enhance features and improve usability.

Customer Training & Education

• Contribute to the development and delivery of training materials and sessions, ensuring customers are well-equipped to use the platform effectively.
• Ensure training is tailored to different customer needs and levels of complexity.

Customer Success Integration

• Work with the Customer Success team to ensure that customers are transitioned smoothly after the implementation process, providing them with the support they need for continued success on the platform.

Data Driven Insights

• Analyse implementation performance metrics, customer feedback, and usage data to identify areas for improvement. Develop and track KPIs to measure the success of initiatives and drive continuous improvement.

Escalation Management

• Ensure timely resolution of any implementation issues or challenges, working closely with Sales, the Senior Leadership team and Product teams to address customer needs.

What you will bring:

• Degree in a relevant field; e.g. business, engineering, computer science.
• 8+ years in roles related to implementation, customer success, program management, or operations.
• 8+ years in a leadership of management role, overseeing teams responsible for project delivery, customer onboarding, or similar functions.
• Experience in a management consultancy desired.
• Proven track record of managing large-scale or complex implementation projects, preferably in SaaS.
• Proven track record of driving process improvement best practices and driving continuous improvement.
• Proven track record of implementing change initiatives.
• Excellent leadership and team management skills, with the ability to motivate and guide a diverse team.
• Application of Lean process improvement experience.
• Strong customer-centric mindset with a passion for delivering outstanding customer experiences.
• Analytical and data-driven approach to decision-making and problem-solving.
• Exceptional communication and interpersonal skills, with the ability to empathise with customers and resolve issues effectively.
• Ability to collaborate effectively with cross-functional teams and senior stakeholders.
• Strategic Planning and execution.
• Familiarity with CRM systems, project management tools.
• Ability to build strong relationships with customers.
• Excellent problem-solving and decision-making abilities.
• Outstanding communication and interpersonal skills to build rapport and trust with customers and internal stakeholders.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

Experience is important, but for us the biggest measure of success is people who can live and breathe our values. Show us what you can bring to the table, and we’ll empower you to let your talents shine. The EH Way The EH Way is how we describe our culture at Employment Hero and how we all operate. It is our DNA. You can read all about it on our careers page: https://employmenthero.com/careers/ In short, you’ll love working with us if:

• Revolutionising employment gets your heart racing.
• You thrive on the flexibility (and responsibility) of a remote-first business.
• Our values align, and shape how you show up every day.
• You love the dynamic pace of a startup, are driven by innovation, and enjoy working with other smart people.

Plus, you’ll get to enjoy a number of great perks, including:

• A generous budget for your home office.
• Cutting-edge tools and technology.
• Reward and recognition programs - because great work should be recognised and rewarded.
• Cashback offers and discounts on popular brands through our Swag app.
• Employee Share Option Program: be an owner of Employment Hero.
• Annual Global Gathering - so far we’ve been to Thailand, Vietnam, Bali, and we're excited to meet in Dubai, September 2025!

Are we a match? Think we're the right match for you? Fantastic! Click 'Apply' and our talent team will reach out with the next steps. At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here: https://employmenthero.com/legals/applicant-policy/ Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position. Note to recruiters: Employment Hero has a dedicated in-house recruitment team who are focused on finding the very best talent for our organisation and we kindly request that recruiters do not contact us regarding assisting with our job vacancies. While we appreciate your interest and expertise, we have everything we need in-house to attract and hire the right candidates for our team. Thank you.